“BB lives on Facebook Messenger, where it helps travellers find and book flights, as well as remind them to check in. BB is connected to KLM’s API’s – but also to the company’s Salesforce CRM system so that webcare employees can easily take over the conversation when BB doesn’t know what to say…. For KLM, a smart chatbot isn’t just a gimmick. In fact, since the company implemented BB, it saw engagement grow 40%. Customers threw a whopping 1.4 million queries towards BB, and 15% of all boarding passes are now sent to customers over Messenger."
Original source: Language barrier won’t hold back chatbots in the Netherlands